Return & Refund Policy

Last updated: July 2026

At Smile Dent BD, we aim to provide authentic, high-quality dental instruments, accessories, materials, and equipment. Please review the following policy before placing an order.

1. Return Eligibility

A product may be eligible for return when:

  • You received the wrong product.
  • The product arrived damaged or defective.
  • The delivered quantity does not match your order.
  • The product is significantly different from the description shown on our website.
  • A sealed product has a verified manufacturing defect.

You must notify us within 3 calendar days of delivery.

2. Return Conditions

To qualify for a return, the product must:

  • Be unused and in its original condition.
  • Include the original packaging, labels, manuals, accessories, and invoice.
  • Have an intact seal, where applicable.
  • Be packed securely before being returned.
  • Include clear photo or video evidence of the problem.

We may refuse a return if the product has been used, installed, sterilized, altered, damaged after delivery, or returned without its original packaging.

3. Non-Returnable Products

For health, hygiene, and safety reasons, the following products are generally non-returnable:

  • Opened or used disposable dental products
  • Gloves, masks, suction tips, bibs, and other hygiene-sensitive products
  • Opened dental materials, chemicals, bonding agents, composites, cements, and medicaments
  • Sterile products with broken or damaged seals
  • Customized, specially sourced, or made-to-order products
  • Clearance or final-sale products
  • Products damaged through misuse, improper installation, storage, or handling
  • Products with an expired return-request period

A defective non-returnable product may still qualify for replacement or warranty support after technical verification.

4. Damaged or Incorrect Delivery

Please inspect the parcel before accepting it whenever possible.

If the package appears damaged, opened, or tampered with:

  • Record an unboxing video from the beginning.
  • Take clear photographs of the parcel and product.
  • Contact us within 24 hours of delivery.

For a verified wrong, damaged, or incomplete delivery, Smile Dent BD will arrange a replacement, missing-item delivery, or refund as appropriate.

5. Return Request Process

To request a return, contact us with:

  • Order number
  • Customer name and phone number
  • Product name
  • Reason for return
  • Clear photos or an unedited unboxing video
  • Copy of the invoice, if available

Email: info@smiledentbd.com
Phone: 01619062773
WhatsApp: 01619062773

Do not send any product back before receiving return authorization from our support team.

6. Return Shipping Cost

Smile Dent BD will bear the return-delivery cost when:

  • The wrong product was delivered.
  • The product arrived damaged.
  • The product has a verified manufacturing defect.
  • The order was incomplete due to our error.

The customer may be responsible for return-delivery charges when:

  • The wrong product, variation, size, or quantity was ordered by the customer.
  • The customer changes their mind after delivery.
  • The return is accepted as an exceptional goodwill arrangement.

Original delivery charges may be non-refundable unless the error was caused by Smile Dent BD.

7. Product Inspection

Returned products are inspected after arrival.

The inspection generally takes 2–5 business days. After inspection, we will notify you whether the return, replacement, or refund has been approved or rejected.

Approval depends on:

  • Product condition
  • Packaging and seal condition
  • Evidence provided
  • Nature of the complaint
  • Manufacturer or supplier verification, where required

8. Replacement

When approved and stock is available, a replacement will normally be arranged before a refund.

If the same product is unavailable, you may choose:

  • A replacement product of equivalent value
  • Store credit
  • A refund

Any price difference for an alternative product must be settled before dispatch.

9. Refund Processing

Approved refunds will normally be issued through the original payment method whenever possible.

Estimated processing times:

  • Mobile banking: 3–7 business days
  • Card payment: 7–15 business days, depending on the bank
  • Bank transfer: 5–10 business days
  • Cash on Delivery: refund by bank transfer or mobile banking after verification

Bank, card, or payment-gateway processing times are outside our direct control.

Bangladesh’s digital-commerce framework emphasizes transparent refund terms and timely repayment when an order cannot be fulfilled. This policy should therefore remain consistent with the terms presented to customers at checkout.

10. Order Cancellation

You may request cancellation before the order is packed or dispatched.

An order may not be cancelled once:

  • It has been handed over to the courier.
  • A customized or specially sourced product has been ordered.
  • Supplier procurement has already started.
  • Installation or setup work has begun.

If an advance-paid order is cancelled before processing, any approved refund will be made after deducting unavoidable payment-gateway or transaction charges, where applicable and disclosed.

11. Warranty Claims

Warranty-covered equipment must follow the manufacturer’s warranty conditions.

A warranty claim may require:

  • Original invoice
  • Product serial number
  • Warranty card
  • Photos or video
  • Technical inspection
  • Manufacturer or authorized-service-centre confirmation

Warranty does not normally cover accidental damage, misuse, unauthorized repair, voltage issues, improper installation, or normal wear and tear.

12. Colour, Packaging, and Minor Variations

Product packaging, label design, colour shade, or minor appearance may change due to manufacturer updates. Such minor variations do not qualify for return when the product model, specification, quantity, and function remain correct.

13. Refund Delays

Contact us if an approved refund has not appeared after the stated period. Before contacting us, please check:

  • Your bank or mobile-wallet account
  • Card-statement processing status
  • Payment-gateway reference
  • Whether the account information provided was correct

14. Policy Abuse

Smile Dent BD reserves the right to reject return or refund requests involving:

  • Fraudulent claims
  • Altered evidence
  • Repeated misuse of the return system
  • Product substitution
  • Missing components
  • Intentional product damage

15. Contact Us

For return, replacement, refund, or warranty assistance:

Smile Dent BD
Phone: 01619-062773
WhatsApp: 01619-062773
Email: info@smiledentbd.com
Address: 12/1 Monipuripara 4 no gate,Sangsad avenue road, Dhaka, Bangladesh